Tehy Care Group Ltd

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• Overview
• Shared direction and culture
• Capable, compassionate and inclusive leaders
• Freedom to speak up
• Workforce equality, diversity and inclusion
• Governance, management and sustainability
• Partnerships and communities
• Learning, improvement and innovation

The registered manager was not available during the assessment and we spoke with the nominated individual and the director. Throughout the assessment, we needed to explain the nominated individual’s role to them as they lacked understanding of their role. At this assessment, we were not assured by the leadership in place. We identified concerns in relation to recruitment of staff, updating of people’s care records and oversight of call monitoring.

This service scored 50 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Whilst the staff we spoke with understood the provider’s vision and values we found the service had a large staff group some of whom were not providing care to people using this service. We only spoke with the staff allocated to provide care to people using the regulated activity of personal care. A staff member told us, “The vision and values of service is where service users receive high quality, compassionate and equitable care.”

We were not assured the provider was fully aware of the requirements of their registration with CQC. The nominated individual did not have full oversight of all aspects of the organisation or the direction it was taking. Whilst the director did explain the reasons for their overseas recruitment and their plans for staff, this was not made clear to the nominated individual who during this assessment was the only registered person available to speak with us.

Staff we spoke with were positive about the senior staff supporting them. A staff member told us, “We have supervision with my manager and we have monthly meetings. They do listen to us. There is always someone to talk with, I speak to the team leader.” However, when we spoke with the nominated individual we were not assured they were aware of the responsibilities or accountabilities of their role.

Whilst we received positive feedback from staff about the leadership team, we were not assured in the absence of the registered manager the leadership team was clear about their responsibilities concerning their registration with CQC. The nominated individual did not understand they had accountabilities for all aspects of the organisation. The nominated individual told us they understood the homecare part of the organisation was registered separately which was not the case. Whilst the director clarified the company’s status, they failed to ensure their nominated individual understood their responsibilities or accountabilities.

We did not look at Freedom to speak up during this assessment. The score for this quality statement is based on the previous rating for Well-led.

We did not look at Workforce equality, diversity and inclusion during this assessment. The score for this quality statement is based on the previous rating for Well-led.

Staff told us they thought the company was well-led. A staff member told us, “I would recommend this service as a place to work, I have learnt a lot as it promotes learning for us and we have good working relationships.” Another staff member said, “The leadership and management are doing great. I feel well-led and supported.” We were not assured all leaders of the service were fully aware of their responsibilities.

We identified a breach of regulation during this assessment. Tehy Care Group Ltd has not been able to sustain or improve sufficiently to achieve an overall good rating since 2019. Providers should be aiming to achieve and sustain a rating of ‘Good’ or ‘Outstanding’. Good care is the minimum people receiving services should expect and deserve to receive. This will be the third time a breach of regulation 17 good governance has been identified. Systems in place to monitor the quality of care people received were not robust and had not identified areas of potential risks, which were found during this assessment. Recruitment processes required improvement; people’s care records were not fully updated, oversight of call monitoring was not effective. Not all members of the leadership team were aware of their responsibilities.

The provider had responded to concerns found by another agency in relation to their overseas sponsorship license and recruitment policy. However, this was ongoing, and the provider was waiting for an outcome.

We did not look at Learning, improvement and innovation during this assessment. The score for this quality statement is based on the previous rating for Well-led.